Ford of Upland

Ford of Upland responded

We thank you for your business and appreciate the feedback; If you need anything in the future we will be happy to help. Thank you again, have a great day. Pete

Ford of Upland responded

We sincerely feel for everyone who has ordered a vehicle and experienced a litany of challenges in this unprecedented time. Nearly every manufacturer has had their share of hurdles causing delays in orders at the factory level for a variety of reasons, mishaps with commodities, limited supplies, supply chain issues, numerous chip shortages, and more, leaving the dealers and consumers in the middle of the pinch point. Please be aware that dealerships do not set pricing. MSRP labels, which include pricing, are placed upon the windows at the factory before vehicles are shipped. There were no alterations in pricing, nor were any accessories added, or any surcharges placed upon this transaction. We understand your frustration; however, the dealership is not to blame for the adjustments in pricing, nor are we to blame for the time it takes to build the vehicles; we realize you placed this order in 2021 and experienced a model change during that time. None of these things are within dealership control. We sincerely wish you the very best and apologize for the issues you experienced.

Index Fasteners Inc responded

Communication is key. While the Nation has experienced an on-slot of supply-chain issues, at minimum, the dealer could have communicated with us throughout the year and a half, even if there was no information to present. We were treated as an annoyance at certain times when inquiring about our vehicle, eventually being thrown to additional sales reps. But, it's easy to pass the buck up to Ford corporate on this topic. Moving on to the "no accessories added". Aside from the $2,150 MSRP increase we experienced. The below was added at the dealer and yes, I have copies. When I inquired as to these additions below, which I did not request or order, the answer was "well, we place these on as a dealer policy"... - 3M Premium Shield Package $699.00 - Premium LoJack $1,695.00 - Nitro Fill Tires $599.00 It was a fight to get them to take them off as it was stated that they were already on the vehicle. Funny, because the manager came back in about 5 minutes and stated they were removed which begs the question, were they ever on in the first place. To sum it up, honesty and clear communication is all it takes. We experienced a severe lack of both.

Ford of Upland responded

We thank you for your business and appreciate the feedback; If you need anything in the future we will be happy to help. Thank you again, have a great day. Pete

Ford of Upland responded

We appreciate the feedback; there is a tremendous amount of information at the time of delivery, it is not uncommon to not capture everything or have lingering questions. If you need further explanation regarding any of the features for your new vehicle, reach out or stop by, we want you to get the most out of your vehicle. Thank you again for your business. Pete

Ford of Upland responded

We appreciate the feedback; there is a tremendous amount of information at the time of delivery, it is not uncommon to not capture everything or have lingering questions. If you need further explanation regarding any of the features for your new vehicle, reach out or stop by, we want you to get the most out of your vehicle. Thank you again for your business. Pete

Ford of Upland responded

The only way to grow and become better requires feedback; we appreciate the time you took to provide your comments. It appears you may have experienced more than one department; your comment referenced a service associate and a sale manager. To better understand the situation email me directly; email dlara@fordofupland.com. Thank you for the feedback. Thank you again for the opportunity. Debra

yammirmik responded

Well ok,  Before I get into this, I would like to say that I've been coming to this dealership for years and am quite distraught over this situation.    First, I was told that this was a CERTIFIED PRE-OWNED vehicle. Therefore, as far as I'm concerned, there should be NO PROBLEMS!!!   First problem:  When I tried to test drive the car it would not start; dead battery. Don, the salesman, jumped it and I test drove the car. Two days after purchasing it, I went out to the car to go to work at 6:45 in the morning and the car wouldn't start. I notified service immediately and advised them of the situation and told them I would be in after work around 3:00 pm. I arrived after work and was told that there was no battery available and that they would have to send somebody to go and get one. So, because nobody checked to make sure they could accommodate me when I arrived, I had to wait for two hours – After working all day!!!   Second:  Every time I start the car it says, “System update needed.” Really? I connected to my Wi-Fi and tried to update the system. It froze and it would not do anything. No navigation, no radio, no air conditioning. And, after that, every time I would start the car it would automatically try to connect to Wi-Fi and the system would freeze, EVERY time!!! I had to drive away from my house and disable the Wi-Fi so I could use my radio, navigation and air conditioning. I was told that this would have to be Troubleshot to determine the problem and would probably take all day. On this CERTIFIED PRE-OWNED CAR!!!   Third:  There was no code for the driver side door entry keypad. I requested it and was sent the code 4 days later!!! I tried to reset the code and well, it froze AGAIN, and would not take the change. REALLY?   Fourth:  I tried to locate the car with the LoJack that is installed on the vehicle. It (LoJack) could not locate the car. So, I personally contacted LoJack and was told that it was not communicating and would need to be taken in to the dealership to troubleshoot. Again, taking time I DO NOT HAVE!!!   Fifth:  During the time of purchase, I expressed an interest in another vehicle while the manager was filling out the information on the computer. He said the documents had already been approved for THIS vehicle. Wow! Customer service huh? I may not understand the whole process, but this is not really showing the love to your customers and their wishes.   This has basically been a total inconvenience and unpleasant experience. I am starting a new job and don't have time to leave MY NEW CERTIFIED PRE-OWNED VEHICLE at the dealer for a day!!! AND BE STRANDED AT HOME ALL DAY, I have chosen to have a vehicle so I can have the freedom to come and go as I please!!!   As the sales specialist/ customer relations person, I would like to know how you are planning to rectify the situation. Or, would Mr. Voth be more helpful?    Unhappy customer,  Michael Bennett

Ford of Upland responded

We appreciate the feedback; there is a tremendous amount of information at the time of delivery, and it is not uncommon to not capture everything or have lingering questions. If you need further explanation regarding any of the features of your new vehicle, reach out or stop by, we want you to get the most out of your vehicle. Thank you again for your business. Pete